Data Analyst - Customer Success

Our global SaaS Client are now seeking a Data Analyst to join their team with a focus on customer retention. This role is a unique opportunity to transform reporting, build behavioural analytics, and work across the whole ecosystem lifecycle. This is a hybrid role (2/3 days week) for 13 months with potential to extend.

Responsibilities
 

• Building robust data foundations: Collaborate with engineering to develop pipelines, improve data integrity, and establish clear metric definitions
• Build data capabilities that work consistently across multiple regions and countries differences).
• Developing actionable dashboards & reporting: Create and maintain scalable, user-friendly dashboards that provide visibility into key performance metrics.
• Delivering deep-dive analytics: Conduct root cause analysis to uncover drivers of customer pain points, digital adoption challenges, and operational inefficiencies.
• Translate findings into actionable recommendations that improve customer journeys, optimize staffing and routing decisions, and reduce escalations.
• Advancing AI-native analytics: Leverage Gen AI tools to automate recurring insight generation
• Enabling experimentation & continuous improvement: Support A/B testing and digital experience evaluations
• Influencing strategy through storytelling: Communicate insights and trends clearly and persuasively to technical and non-technical stakeholders

Experience

• 8+ years of experience in Data Analytics or Data Science, ideally with exposure to Customer Success, Operations, or Digital Experience domains
• Proficiency in SQL for data extraction, transformation, and pipeline development
  Experience with dashboarding and visualization tools (Tableau, Qlik, or similar)
• Familiarity with big data tools (Snowflake, Databricks, Spark) and ETL processes
• Experience with Python or R for advanced analytics, automation, or experimentation
• Knowledge of statistical methods and experimentation (A/B testing) preferred
• Machine learning and Generative AI experience is a plus
• Proven ability to communicate analytical findings in clear, actionable narratives for both technical and non-technical audiences
• Proactive and growth-oriented mindset—you identify opportunities for innovation rather than just responding to problems
  
  Benefits

• Friendly supportive team
• Informal dress code
• Global organisation.
• Hybrid role.